VIDEO: My Web Camera isn't working (iPad/Safari)

Robert Graham

March 30, 2020 21:23

Updated

iPad Safari

First, ensure you have VERIFIED your EMAIL address in KnowledgeSuite. A verified email address is a security protection in KnowledgeSuite for paid calls. To resend your verification email, click on the message at the top of any screen in KnowledgeSuite, then access your email account and follow the instructions it contains.

There are a few setting to check if your camera isn't working properly. We'll break them down by Device/browser as there are some differences

1. Before entering a call, ensure you are using the DESKTOP version of the site on your iPad.

Ipad can select to use the Mobile or the Desktop version of KnowledgeSuite. We have optimized KnowledgeSuite for iPad using the Desktop version of the site. To ensure your iPad is using the right version, First, make sure you're actually signed into KnowledgeSuite and on the site. Your profile page is a good place to work from.

Next, click on the little "aA" icon to the left of the URL in your address bar. A box like this will appear:

You want to make sure it says "Request MOBILE Website" - because that means its already going to the DESKTOP website by default.

2. Have you granted permission to KnowledgeSuite to use your camera?

This time when you click on the little "aA" icon to the left of the URL in your address bar, you're going to click on the last entry in the box, Website Settings.

This will bring up a bigger "settings" box, Here, after confirming that "Request Desktop Website" is green and toggled to the right, look a bit further down to the Camera and Microphone settings. Confirm each of these is set to ALLOW.

When you're finished, click on "DONE" in the top left corner of the box.

3. Power cycle the system.

Power the iPad down, plug in your earphone/mic (if using), then power the iPad up again.

This should clear out any old data from your cache. You should now have a functioning Microphone.

4. If you are in a call, confirm that your camera is turned on in KnowledgeSuite.

In a One to One call, the camera icon will be at the bottom of the screen in the call bar, and it will look like this:

When the Camera icon has a line through it, as above, it means your Camera is turned OFF

When the Camera icon is plain, as above, it means your Camera is turned ON.

In a Free, By The Minute, or PrepaidGroup Call, the Microphone icon is also at the bottom of the screen in the call bar. Group Calls have a slightly more complex call bar, which on Windows appears when you hover.

You can see in the example below the Camera is turned OFF when it is orange and has a line through it.

When the Camera is turned on it is teal, without a line through it, as in the example below